Hello, this Casino refuses to close my Account.

I was contacting them via Email and Chat after it didnt work.

They tell me to send an Email but that didnt work.

He refuses to close it, lost another 300 Euro because of that.

Please help me with it.

And please make sure to lower their safety rating because there is absolutely no way of player safety.

I know you are earning money by promoting casinos.

Thanks for helping maybe

Dear Cutzii,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Spinrise Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise whether your account has been blocked or if it is still accessible to you?
• Could you please share your self-exclusion requests with me? Please share the information to my email at [email protected]
• Could you please advise when was the last time the casino allowed you to deposit?
• Has the casino responded to your refund request already? What did the casino reply?

I would recommend that you send another request, but this time, include me in the copy of your email.

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Spinrise Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

Please send another email to [email protected] (you can include me in the copy at [email protected]) and keep me informed about any further developments.

In the meantime, check other resources and information in our responsible gambling guide found here: http://www.kpvfaw.com/responsible-gambling-guide

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I was asking in Chat before aswell, but i cant show you that, they banned the chat from me, which is not unusual for hollycorn support.

They dont like People asking for things.

After This Email i deposited a 100 more Euros, and my account is still not closed.

This has nothing to do with player safety.

They Keep refusing to close my account.

Lost an additional 140 Euro. Maximum untrustworthy.

Und noch mehr Geld verloren.

Sie ignorieren meine Schlie?ungsanfragen.

Still no Account Closure am im down 500 Euro at least since i requested it.

Anyone there?

Its 850 Euro now

I am sorry for not replying earlier.

We believe that if you inform the casino about suffering from a gambling problem, they are obligated to prevent you from further gambling within a reasonable timeframe.

If you don't inform the casino, you might not be protected. Based on the requests you submitted to us for review, we are unable to assist you with any refund requests, since if you don't inform the casino about any gambling problems, you are in control and responsible for any money spent.

I recommend you use the template when contacting the Casino support I shared with you earlier, and let me know about the result.

Looking forward to your reply.

Ich bin der Meinung, dass es mehr als eindeutig ist, dass ein Glücksspiel Problem vorliegt. Wenn ich um eine Account Schlie?ung bitte da ich mich selbst nicht stoppen kann einzuzahlen ist mehr als offensichtlich..

Zudem habe ich genau nach dem Paragraphen responsible gaming MEHRFACH eine Schlie?ung beantragt. Diese Anfragen wurden bewusst aus harbgierigen Motiven ignoriert.

Und natürlich ist mir bewusst, dass sie auch an der Glücksspielsucht von Menschen profitieren und somit voreingenommen sind.

Von daher glaube ich, dass sie als unabh?ngige Institution eigentlich nur Augenwischerei betreiben.

I Told them before in chat but that one got deleted, i wanted the transscript from the chat where i told them i have a gambling problem.

I told them again and could do multiple deposits still.

how much evidence do you need?

I told them several times that i have gambling addiction and they still dont close my account,

i can deposit and deposit and deposit

Thanks for your reply. I am sorry you feel this way.

From the information you provided, after you informed the casino via live chat of your gambling problems, the casino directed you to send a request to [email protected]

Please note that live chat support might not directly decide regarding account closure.

Have you explicitly informed the casino about your gambling problem to the relevant department as well?

Please let me know when that was.

Here, if you need evidence.

I feel like further communication directly to them is useless, im running circles.

Meanwhile i deposited around a thousand Euros.

At least 70% of it after i asked for a closure.

Thank you very much, Cutzii, for providing the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Team and Cutzii,

Please accept our apologies for the delayed reply.

Thank you for taking the time to share your experience. We sincerely apologize for not meeting your expectations regarding the account closure process.

We understand how frustrating the situation must have been, and we regret the inconvenience caused by the delay. Please be assured that your account has now been closed as per your request.

We take matters related to responsible gaming and player safety very seriously, and your feedback has already been forwarded to the appropriate team for review. We are continuously working to refine our internal procedures to ensure smoother and more efficient service in the future.

Thank you once again for your feedback — it helps us improve.

Best regards,

SpinRise Casino Team

Eine Rückerstattung der verloreren Betr?ge seit Schlie?ungsantrag w?re natürlich auch gut.

Vielen Dank für Ihre Hilfe.

Dear Cutzii,

Thank you for taking the time to share your experience.

We have contacted you via email and are currently awaiting your response so that we can proceed further with your case. Please rest assured that we are doing our best to resolve this matter promptly.

If you have any further questions or would like to provide additional details, feel free to reply to our email or reach out via live chat on our platform.

Best regards,

Spinrise Team

Dear Cutzii,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be assisting you with your complaint moving forward.

If there have been any updates or new developments since your last message, please feel free to share them with me. Based on the most recent post from the casino, it appears that you are currently in direct communication with their representatives.

Could you kindly let me know if the casino has offered any form of refund and what next steps - if any - they have suggested?

Thank you in advance for your response.

Best regards,

Kubo

Dear Cutzii,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kubo
www.kpvfaw.com